Country & number configuration

Set your calling scope (single country or global), bring your own Twilio numbers into Salesforce, and assign each number to a specific user or queue.

Prerequisites

  • WorkDial installed from AppExchange (completed).
  • Twilio connected with SID and Auth Token saved.
  • At least one Twilio number purchased or available.

Configuration location

Access via Salesforce → App Launcher → WorkDial → Setup → Numbers (or Sender IDs).

Note: Organizations may label this section as Numbers, Sender IDs, or similar terminology.

Step 1: Choose your calling scope

Open the Country Configuration settings.

Why it matters: incoming number resolution and outbound formatting depend on this setting.

  • Select ALL for multi-country dialing. This requires all Salesforce phone fields to use E.164 format (for example, +1…, +44…).
  • Or select a specific country (for example, USA) for single-country operations. This simplifies routing and reporting for localized teams.

Step 2: Add or verify numbers

In General Settings, confirm Twilio numbers display in the list (auto-populated after the Twilio connection). For each number, configure:

  • Call Center Name: assign a clear label (for example, US Sales, EMEA Support).
  • Automatic Call Recording: enable per organizational policy.
  • Reply Message if No Answer: add short voicemail or IVR message text.
  • CTI Language and CTI Voice Tone: select the system voice for responses.
  • Toggle the Is Active checkbox.

Step 3: Assign access

In Access Settings, set the CTI Access Type:

  • User Based: the number belongs to a single user (dedicated direct inward dial).
  • Queue Based: a shared number used by a team or queue.

If Queue Based, configure Routing Settings (priority, ring-all, timers).

Tip: Prefer Queue Based for teams; it gives flexible routing and coverage. For now, just select the correct queue and fine-tune routing in Routing methods in WorkDial.

Step 4: Enable WhatsApp voice (optional)

  • Verify WhatsApp Business setup completion.
  • Confirm template or sender approval.
  • The WhatsApp Call option appears in the DialPad when enabled.

Step 5: Save and smoke test

  1. Click Save.
  2. Open the WorkDial panel (Utility Bar) with an authorized agent.
  3. Place a test call and verify:
    • The outbound call displays the expected caller ID.
    • Call logs populate on the matching Salesforce record.

Best practices

  • E.164 format: store phone numbers with country codes (for example, +15551234567) to prevent lookup mismatches.
  • Clear naming: use descriptive schemes (US_Sales_1, UK_Support_1) for easier reporting and routing.
  • Per-region numbers: deploy local numbers by country or region to improve answer rates.
  • Recording policy: document consent and compliance processes when enabling auto-recording.
  • Gradual expansion: begin with one or two queues, then scale as teams grow.

Troubleshooting

Twilio numbers not displaying

  • Reconnect Twilio with SID and Auth Token.
  • Confirm the number supports Voice functionality.
  • Verify the Twilio account is paid (not trial).

Cannot assign number to user or queue

  • Ensure the user has the WorkDial permission set.
  • Confirm the user is added to the WorkDial Call Center in Salesforce Setup.

Calls fail for specific countries

  • When using ALL scope, verify the destination supports the Twilio number.
  • Confirm the Salesforce record stores the phone in E.164 format.

WhatsApp option missing

  • Verify WhatsApp Business configuration.
  • Confirm sender or template approval for that number.